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Sabio Insight

Information

Sabio Insight

Sabio Insight provides smart data that helps you see ahead and stay ahead.

From ‘what happened?’ to ‘what’s next?’

Many of today’s brands collect upwards of 30-50 CX datasets across multiple customer touch point. But it’s rare for reports to extend beyond what happened. And rarer still for data to be aggregated across customer journeys.

At Sabio we believe there’s a growing gap between those organisations that simply report on what’s happened and those busy leveraging this important data to predict and anticipate evolving customer demands.

Sabio Insight empowers you to get more from your data by breaking down your customer engagement reporting silos. We enable cross-platform and cross-channel analytics. Then map performance across end-to-end customer journeys.

Contact centre performance

One of our key goals is to help you improve productivity and deliver better outcomes within your contact centre through effective contact routing.

We empower your customer service teams with a portfolio of contact-centre and digital-engagement reporting tools. These help you measure, analyse, understand and optimise the productivity and effectiveness of your contact operations.

Customer analytics

Our customer analytics service provides you with an insight into your full customer journeys. We identify and combine your multiple data sources, establish those most relevant to different parts of your organisation and make them available as part of an easily-accessible SaaS analytics service.

Having a full data-driven picture of the customer journey enables you to identify improvements previously invisible. This in turn reduces bad demand, improves self-service and prevents calls.

Customer analytics also give you the insight you need to focus contact centre staff on value creation, and track the business impact of demand management & CSAT improvements.

Workforce optimisation

One of the biggest CX challenges is ensuring the right people are in the right seats at the right time – and they’re used to the best of their ability.

Even with the best processes and technology in place, you will not have satisfied customers if you have disengaged staff. Understanding just how engaged your staff are is key to driving change so that your people really are your greatest asset.

Workforce Optimisation

Benchmarking

Understanding how your customer service operation is performing against your competitors means you can focus your budget and resources where they will have the greatest impact. The way to gain this insight is through external global benchmarking.

“Sabio’s proven experience in deploying speech analytics solutions and tuning them for improved performance has helped us accelerate our time to value and we look forward to making customer analytics an integral part of our broader engagement strategy”

Alison Hanson - Director of Contact Centre Strategy

“Working with Sabio has given us access to a real depth of understanding in both workforce optimisation processes and technology, and that has been a key factor in ensuring the success of a major technology refresh project at Office Depot.”